Customer Care Advisor (BBBH439624) Folkestone, England
Salary: GBP31,745 per annum
Job Purpose
To provide industry leading customer service and increase revenue by performing all non‑telesales activities for all our clients markets within the passenger commercial department. In addition to providing support to the Passenger Marketing team for ad hoc activities such as issuing vouchers for competitions or offering assistance for promotional projects involving groups coordinated by the Customer Care team. Duties are many and varied and include investigating and resolving customer queries by liaising with multiple Departments and using own experience and knowledge, communicating verbally, by email and letter. Working within a team on a rotational basis including all tasks of the department.
Principal Accountabilities
* Responsibility for banking and reconciling cheque and bank transfer payments (totalling £10 million per annum) for passenger bookings, assessing all refund requests including the processing/reconciliation of valid claims. Necessitating daily liaison with the Finance Department.
* Responsible for responding to all customer contacts. Requiring the breadth of knowledge across the whole customer journey and our clients products from pre travel to post travel enquiries. Knowledge required regarding marketing products, sales, operations, check‑in, border controls, train operations, on board environment, destination, customer feedback, providing industry leading customer service which leads to customer repeat purchase.
* Negotiation, quotation for groups bookings providing a bespoke customer experience which involves coordinating RYMS, Business Support, Social Media and Content Executive, Business Support, Check‑in, Security, Retail, Passenger Leaders on the day on both the UK and French Terminals. The Advisors may also be required to co‑ordinate arrival of groups on the ground making real time decisions.
* Breadth and depth of knowledge required in order to manage the following specialised services; Cycle Service, our clients Club Annual Membership, Mission Amendments, UK Retiree bookings and management of allocation, Exceptional Animal Transportation, Marketing Campaigns, the sale and issue of Gift Vouchers and ad hoc marketing promotions. Maintaining and monitoring accurately audit controls and records.
* Answering customer contacts post travel. This requires problem solving, investigation, analysis, liaison and resolution with multiple departments in order to provide accurate feedback to the customer by email, letter or telephone.
* Respond to contacts about vehicle damage or personal injury claims with support from the legal team/external loss adjustors.
* Provide support to CEHub via a dedicated Teams chat.
* Promptly answer Trustpilot reviews appropriately.
* FCA Compliant maintained and tested annually.
* Monitor and document lost and found items across UK and French terminals, ensuring accurate records and facilitating the return of property to customers.
Problem Solving
Must have excellent knowledge of the various areas of our clients Products and Services to answer customer queries, liaising with relevant department to ensure the best quality of service is provided.
Qualifications and Experience
* A good standard of education with proven skills in written and verbal English.
* Experience with the Zendesk system/similar.
* An excellent standard of written communication skills and an excellent telephone manner.
* Previous experience working in a Customer Service environment is an advantage.
* To be able to work proactively within a team and also be able to use own initiative.
* Ability to multi‑skill and demonstrate flexibility.
* Excellent knowledge of the company and its services.
* Good organisational skills and be able to prioritise their workload.
Person Specification
* Excellent knowledge of the business and the products and services on offer.
* Ability to build a good rapport with colleagues across all areas of the business and external customers.
* Be flexible and adaptable to changes.
* Strong written and oral communication skills, with a professional telephone manner.
* An eye for detail to ensure the quality of work standards maintained.
* Comfortable working as part of a team as well as on their own initiative.
* Has excellent organisational and time management skills.
* Positive and approachable.
* Able to cover shifts in an office open 7 days a week.
What we offer:
* Competitive salary starting at £31,745 with enhanced weekend rates.
* Comprehensive training and development opportunities.
* Free parking and discounted travel.
* Discounts at various retail outlets.
Ready to embark on an exciting new challenge?
Join our client’s dynamic team and help them provide the quickest, easiest, and most eco‑friendly way to cross the Channel.
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